Customer Service Care

Robert Williams III **** Gold Mine Ave

Austell, GA 30168

Ph: 407-***-****

E-mail: **********@*****.***

Career Summary – Extensive knowledge of customer service and call center daily operations with proven abilities to collaborate well with internal and external business partners. Keen leadership skills and demonstrated strength in building solid rapports. Prioritize and manage multiple tasks simultaneously with strong organizational skills. Key Attributes

Excellent verbal and written communication skills

Flexible and adaptable to change in fast paced and growing environments

Successfully lead and manage projects through completion

Proficient in: Microsoft Office Suite, Lotus 1-2-3, Taleo, Photoshop and Adobe. Professional Experience

Unit Manager – Assurant Specialty Property - Duluth, GA 09/2014 – Present Manage, motivate and provide ongoing coaching and development to associates and support a culture of teamwork, commitment, productivity and superior quality. Coordinate workflow and ensure client standards are met on a daily, weekly and monthly basis. Facilitate training, communicate performance expectations and manage the results. Monitor individual employee and overall team performance and maintain required service levels to meet client requirements. Monitor quality standards and promote a culture of continuous improvement. Ensure compliance with regulatory guidelines and standards and implement any necessary procedural changes. Collaborate with internal support teams and supervisors to effectively manage staffing levels, employee morale and process improvement. Customer Care Team Lead – Assurant - Duluth, GA 09/2011 – 09/2014 Assisted management with monitoring daily workflow and provided best practices to team members in order to meet or exceed standards through side by side call monitoring and providing feedback. Reviewed team member’s work for accuracy, content and error corrections needed. Assisted team with problem solving and project completion. Handled incoming calls regarding claim checks, monitoring procedures and ordered inspections and successfully communicated company policies and procedures. Monitored call queue. Assisted with team meetings and attended monthly internal and external calibrations for all clients (HSBC FL, USCL, HSBC Bank and Everhome). Customer Care Specialist III / Floor Supervisor - Assurant - Duluth, GA 09/2010 – 09/2011 Facilitated cross-departmental communication in order to resolve customer concerns and provide a one and done solution. Interpreted and communicated work procedures and company policies to fellow team members. Assist team members with problem solving and project completion. Conducted intense and detailed investigations regarding inquires or questions pertaining to mortgage accounts and hazard insurance from customers, clients and agents. Handled incoming calls regarding claim checks, monitoring procedures and ordering inspections. Reviewed team member’s work for accuracy, content and correct errors. Handled an extremely high volume of customer phone calls. Customer Care Specialist II – Assurant - Duluth, GA 09/2009 – 09/2010 Handled inquires pertaining to mortgage accounts and hazard insurance from customers, clients, and agents. Handled all incoming calls regarding claim checks, monitoring procedures and ordering inspections and conducted ongoing systems training to new employees. Work collaboratively with team members to guarantee A+ customer service. Education

Bachelor’s Degree, Computer Animation, International Academy of Technology and Design

High School Diploma, 1996 Lake Mary High School, Lake Mary FL